Blog
Field notes on building and running modern customer support.
- June 11, 2026 The 7 Support Metrics That Actually Matter (and 3 Vanity Metrics to Ignore) Most support dashboards track the wrong things. Here are the seven metrics that predict customer retention and team health — plus the vanity numbers quietly misleading you.
- June 9, 2026 How to Reduce Support Ticket Volume Without Hurting CSAT A practical framework for cutting repetitive support tickets through deflection, automation, and proactive support — without making customers feel ignored.